Fujitsu Services – Customer Services

Going lean

adds weight to customer service

Fujitsu Services is a leading European information technology services company, with an annual turnover of £2.46 billion (€3.59 billion) and over 19,000 employees in 20 countries. Having studied the benefits of the Lean management techniques developed by manufacturing organisations, Fujitsu wanted to see if the same approach could be applied to the IT industry, by transferring the production line experience into a service environment.

Fujitsu chose to work with Unipart, experts in Lean implementation with over 25 years experience and a leading exponent of the Lean methodology, to help it create ‘model lines', which could be used to apply Lean tools and techniques to different service processes. In particular, Unipart was tasked with leading Fujitsu through the first 17 weeks of the process in order to help it gain a real understanding of how the Lean process worked and how it could be applied to the IT environment.

First developed in the manufacturing industry, Lean is a systematic approach for identifying and eliminating waste or unnecessary activities through continuous improvement of the product or service in response to customer needs.